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Cloud Contact Center

Cloud contact center solutions

Cloud is the big overarching trend across the entire spectrum of technology. Simply put, new cloud architectures enable rapid adoption of rapid innovation.

The ability to consume innovation in almost real time—that’s a game changer. The long wait for software releases and IT evaluation are over. With the cloud, businesses can consume functionality on an as-needed basis, shortening time to value. We think that is a trend to stay.

Cloud service deployment flexibility

Altivon contact center solutions can be deployed as on-premise, cloud or managed solutions. All three offer the same core contact center functionality, simply deployed differently. You can even choose one deployment method initially and convert later.

  • Cloud. The popular choice for new deployments, cloud deployments make it easy to keep up with the latest innovations. A subscription service, cloud contact center solutions can rapidly deploy and flex to meet seasonal or other demands. The physical infrastructure is managed outside your company. You still administer the software.
  • On-Premise. This classic deployment method puts all the technology in your physical location. You control and administer everything.
  • Managed service. With this private cloud method, Altivon performs all software administration including soft updates and configuration changes. This can be attractive to companies that want to reduce costs associated with training and ongoing costs for internal administration.

How you deploy is up to you.

Complete business solutions

We can help you decide which deployment method is right for you. We begin every solution design with a discovery process that helps clarify your requirements, objectives and current limitations. This process involves discussions between our consultants and a variety of your personnel, from agents and contact center managers to IT, senior management and potentially representatives from other groups such as marketing. We share best practices as we discuss how you want to move into the future. A key element of this process is determining the best deployment method.

Discoveries flow into the design process, where we make detailed plans for the system. The specifics will vary based on deployment method, and include connections to your infrastructure, revised processes and new technologies. With the design in place, our implementation team makes it all work. Again, the specifics vary by deployment methods and range from process implementation to technology configuration and training. Post implementation we are there to support and assist with optimization.

Measurable improvement

Our solutions provide measurable improvement. During design we establish specific improvement goals based on measured performance before and after implementation. We are not done until that improvement is achieved.

Contact center functionality

Altivon contact center solutions feature a rich set of capabilities:

  • Self-Service
    • Call IVR and Visual IVR
    • Voicebots and Chatbots
  • Digital Channels
    • Web chat, email and messaging
    • Social Media
    • Co-browse
    • Proactive web engagement
  • Inbound Communications
    • Queue-based call routing
    • AI-driven call routing
    • Agent desktop screen-pop
    • Automated customer callback
    • Video call
  • Outbound Communications
    • Dialing (Progressive, Predictive and Preview)
    • Automated customer callback
    • SMS notifications and push notifications for mobile
    • Outbound using email
  • Workforce Management
    • Forecasting & scheduling
    • Long term planning & budgeting
    • Recording and surveys
    • Quality and compliance management
    • Outsourcer management
    • Interaction analytics
    • Training
    • Agent assistance
  • Integrations
    • CRM & HR integration
    • WFM integration
    • Voice systems
    • Knowledge management
    • Business communications
    • Pre-built integrations
  • Insights
    • Omnichannel Reporting
    • KPI Insights
    • Journey Tracking

Learn more about Altivon products and services.

Contact center technology partners

Genesys Details
TekVision Details Nuance Details eMite Details